Used Up All High Speed Data

[stevendrowe]

I received a text message this morning saying I had "used up all of your high speed data".

We have two devices each of 200Gb data.

This was less than 24 hours into my new data/billing month. Obviously there is no way I used 200Gb in 24 hours, over 1 month I barely use 200Mb.

When I checked on the Telus app one minute it said I had 0Mb left of 200Gb.  I checked again it then said I had 0Mb left of 600Gb. I checked again it then said 0Mb left of 200Gb.

We spoke to a Telus rep over live chat and said its a known glitch and will reset itself in a couple of days.

Obviously it was very troubling as i thought from a security perspective someone else using my data.  If its a known issue why wouldn't they fix it as its just worrying and bothersome for some clients.

Just wanted to reach out to see if anyone else is experiencing this issue?

[TELUS_Support]

Unfortunately, even with known glitches, it can take time to identify, fix, and implement a permanent solution. If you'd like for us to view your data, send us a private message and we can confirm that for you. 

[stevendrowe]

There was nothing wrong with the data, as I said I hardly use any of it.

Our data reset itself about 18 hours after I got the original text.

However, another new problem has occurred.  I have auto-payments set up, the funds were taken successfully and got a zero balance on the app.  However, today the zero balance vanished and says I still owe for last months bill - the amount of what was already paid followed by a red exclamation mark.  I've had this issue before and that vanishes in a day or two but these things shouldn't keep happening, its very tedious. The service with mobile and home is always good but the administration and billing part is getting on my nerves.

[TELUS_Support]

Definitely not the experience we want our customers to have. Feel free to send us a private message if there's anything you'd like to discuss and we'll be here.

[stevendrowe]

I have written your colleagues via the Messaging part of the app. There are two issues:

Data: At the beginning of the billing period I am told there is no data left in my plan, which is not the case. After a while it does reset itself but it is misleading and worrying.

Billing: The price for the next bill appears with a red exclamation mark. It states that I haven't paid the bill for the previous period, which I have. So, there are roughly two days when a new bill price appears with the "pay by date" for the previous period. When going to view the PDF bill it still shows the invoice for the previous period.

Obviously there are workflow issues that need to be addressed in the app. I have asked for this to be checked out. Your colleagues keep pressing me to "resolve" the issue but I can't do that unless I know its been fixed, which won't happen until the next billing period.

Thanks for your time.

Steve

[stevendrowe]

This issue was never resolved. I did a chat via the app with an agent but they were more interested in marking the issue as resolved than actually dealing with it. No one called me as promised. The admin behind Telus is really awful, so fed up of this. I know not to be helpful and report an issue in an app workflow again. 

[stevendrowe]

Another app issue has occurred this afternoon. The mobility bill is now showing the correct amount but when going to the “home” account it’s showing the exact same amount as mobility. Our home bill is $30 less than mobility. Something is going wrong with your app.

[TELUS_Support]

Have you tried resetting the cache on the app or uninstalling and reinstalling it? Sometimes that fixes the presentment issue. Can you try doing that?

[stevendrowe]

I have done this 3 times and the problem still exists:

1. On mobility, incorrect data remaining, reset itself eventually.
2. On mobility, new bill amount for the period showed with a red exclamation mark stating it was due last month. This reset itself after a few days.
3. On home, shows same bill amount for mobility saying it is due on 28 September. When logging onto the main website under My Telus it shows $0.00 nothing due.

For 2 above, this happens every month since we’ve been with Telus. For 1 and 3 these are new issues this month.

How can this be resolved?

[TELUS_Support]

Can you send us a private message? We'll get someone to look into this with you. 

[stevendrowe]

I have sent a detail PM, looking forward to a response.